Technical Support Engineer (Tier 2)

The company is a startup on a mission to create a smart, digital and AFFORDABLE HMO in the US. We

are developing comprehensive health solutions, encompassing both medical services and health

insurance, with a focus on reducing healthcare costs through proactive member health management.

We are developing our product in a way that will make it easy for our members to manage their health.

They can get on a video call with our doctors, receive prescriptions and referrals for labs of specialist

from the app, track their test results and much more. We created a decision support system for our

physicians and use our data to give insights both to the patients and the doctors in order to have

preventive care.

We are seeking a highly skilled Technical Support Specialist to join our engineering team. In this role,

you will be responsible for handling tier 2 support cases, which you will receive from our customer

support service or alerting systems. Your primary goal will be to investigate and resolve as many

cases as possible before escalating them to the engineering team. This position does not require

direct interaction with customers but demands a strong technical background to analyze complex

issues, read logs, run SQL queries, and understand the system and its processes to provide effective

resolutions. This role involves working in shifts, including a shift on Saturday.

Responsibilities:

• Investigate and resolve complex technical issues received from customer support or alerting
  
  

systems.

• Analyze logs and run SQL queries to diagnose problems.
• Understand system architecture and processes to provide effective resolutions.
• Document and report findings to the engineering team.
• Identify and implement improvements in the system and customer experience.
• Work independently and as part of a team to reduce engineering load.
• Collaborate closely with customer support team and with engineering team
  
  

Requirements:

• Minimum of 4 years of experience in a technical support role, preferably in a B2C
  
  

environment.

• Strong analytical skills to investigate and resolve complex technical issues.
• Proficiency in reading and interpreting logs.
• Strong SQL knowledge and experience
• Uderstanding of system architecture and processes.
• Excellent problem-solving skills and attention to detail.
• Strong communication skills to document and report findings.